Membership Officer (maternity cover)

ITI is the leading independent professional membership body for practising translators and interpreters in the UK. Founded in 1986 and with over 3,000 members, ITI plays a key role within the language services industry in the UK and internationally. Our vision is to contribute to a world where every word is understood, and where language is never a barrier. We achieve this through supporting and developing skilled professional translators and interpreters, and promoting the value of their expertise.

Summary

The Membership Advisor is part of a small membership team committed to building and broadening the membership of ITI. The role requires a proactive approach to recruiting new members and advising on the appropriate membership category. Essential skills include administrative accuracy, effective management of time-sensitive issues and the ability to suggest and make continual improvements to membership processes. The post holder must be flexible to the changing demands of the role and be willing to learn and to show initiative. The post holder is typically the first point of contact with new members and is essentially the “face of ITI”. Projecting a positive impression of ITI and the opportunities that membership offers is an integral part of the role. We aim to provide excellent customer service to all members and non-members, which includes contact with people from many cultures and those whose first language is not English, requiring considerable tact and diplomacy. The role offers the opportunity to contribute to strategic planning for increasing assessment and membership numbers.

Key responsibilities

• Delivering excellent customer service through providing timely advice and support to members
• Coordinating the membership renewals process including pre-renewals checks, configuring the CRM and reporting
• Coordinating the Fellowship application process and liaising with the Fellowship Committee
• Supporting and minute taking for the Membership Committee meetings (eight times a year)
• Attending in-person events – with a view to recruiting new members and engaging with existing members
• Maintaining relationships with membership benefits providers
• Processing and updating member records, applications, payments and queries accurately and ensuring data integrity and confidentiality
• Supporting the annual CRM upgrade including testing, problem resolution and implementation of updates
• Using data and insights and the CRM automation capabilities to identify opportunities to recruit and engage with members
• Carrying out ongoing data cleansing of the CRM and other electronic and paper records
• Creating and updating web pages
• Managing the Qualified member (MITI) application process and supporting MITI applicants
• Coordinating the assessment process, including hosting assessments on Zoom, liaising with assessors and updating the assessor handbook
• Producing monthly membership statistics and reports for Membership Committee, and the Board of Directors

Person specification

• High standard of written and spoken English
• Professional attitude with good judgement and decision-making skills
• Interpersonal skills: a ‘people’ person who enjoys interacting with staff, volunteers and members in person and online and is committed to delivering a high level of customer service
• Strong administration and time management skills, with the ability to multi-task to manage and prioritise a complex workload in a busy environment
• Attention to detail and the ability to implement processes accurately and consistently
• Ability to use initiative and be innovative with the aim of improving the quality of our service, our products and efficiency with which they are delivered
• Team player having a flexible approach to work patterns to meet organisational needs
• Ability to communicate clearly, concisely and accurately both verbally and in written media
• High level of computer literacy, with good MS Office skills including the ability to create and manipulate spreadsheets, prepare PowerPoint presentations and write professional-standard reports
• Two to three years’ experience of managing a CRM (such as ReadyMembership)
• Two to three years’ experience of creating and editing webpages using a CMS

Desirable skills and experience

• Experience of working in a small team in an office environment
• Experience working in a membership organisation or a professional body
• An additional language or knowledge of the translation and interpreting sector

Additional information

This is a 12-15 month maternity cover full-time post (37.5 hours a week with a 30-minute unpaid lunch break each day). The salary is £28,000 per annum + pension. Hours of work are flexible beyond core business hours of 10am – 4pm Monday to Friday. The role is based in the Milton Keynes office but there is the opportunity to work flexibly i.e. typically 2 days (Weds and Thurs) in the office and 3 days working at home. However, flexibility to change/increase office-based days according to business needs is essential. Remote working is not an option for this role. Additional days in the office will be required in the first month for training purposes.